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The "Fred Factor"

By
Real Estate Agent with Coldwell Banker Lunsford AB59000049

At last weeks' sales mtg, our broker shared excerpts from a book he had recently read called "The Fred Factor." It chronicles the first encounter the author had with his mail delivery person upon moving to a new home. The mailman, Fred, introduced himself and volunteered a series of customer service activities the author had never before encountered. Without retelling the story, suffice it to say that the author was so impressed that he wrote about his experiences in a book about outstanding customer service.

We all know companies and individuals that provide outstanding service, including real estate professionals such as ourselves. However, there are those who seem to have never gotten the message. Recently, I've had three "Fred" encounters, two negative and one positive.

Last week, I had a referral appointment to a specialist physician to investigate a chronic cough. This was my first visit to this practice and as customary, their office called in advance to remind me of the appointment. What was not customary, however, was that the caller put special emphasis on my co-pay being due at the time of the visit. Many offices have notices to this effect, but I've never had it mentioned in the reminder call. I got to the office at the proper time and after filling out the paper work, was told the Dr. was running an hour late. I told the receptionist I wouldn't wait and when she asked about rescheduling, I inquired how often the problem occurred. She would not give me a straight answer after repeated attempts and then asked if I wanted to see the practice manager. I said "yes" and she got up and disappeared to another room. I waited several minutes and when no one returned, I decided that this was a practice that routinely over scheduled to maximize income and patient care was secondary. They need to read "The Fred Factor."

Today, the car charger for my cell phone went dead. I had just purchased it from a Verizon store 2 wks. ago while vacationing in Panama City, FL, and was certain that it was still under warranty. Receipt in hand, I went to our local Verizon store in Muncie, IN to get a replacement. I was greeted (a euphemism) by a non-smiling clerk who gave a cursory glance at my receipt and said it didn't come from there so they wouldn't replace it. I know the item is covered my the manufacturer, regardless of who sold it, so I pressed the issue. She consulted an equally ungracious manager and came back with the same answer. They need to read the "Fred Factor."

After leaving the Verizon store, I called the Verizon store in Panama City and explained the problem. The clerk said "no problem." He took my information and said they'd send me a new one today. No charge, no shipping, not necessary to return the old one. He read the "Fred Factor."

Posted by

Jim

Comments (1)

Barry Bridges
Barry Bridges Weichert Realtors Bridges & Co. - Smith Mountain Lake, VA
Lake professional

Good for you Jim. My wait limit at a doctors office is 20 minutes. In the waiting room or the examining room. Yes I have walked out of an examining room. The Doctor I go to now takes all the time you need but you never have to wait a long time. I guess he read the FRED FACTOR

Sep 29, 2009 06:19 AM